“How to provide awesome technical support Most back and forth happens because customers fail to explain their problem, or the support rep fails to understand the issue. Ask these questions: What is the error? What are the steps to reproduce the error? What are the desired results? Your software should have a public and a private facing log. The log should detail successful syncs and sync failures. Users should have an option to receive the log by email and view it on your website. In our log, we have code that checks for error messages. If the message contains a phrase, then a help article appears next to the error. This article is not only good for end-users but also for your support staff. Your employees can better understand the error and follow the standard operating procedures to resolve it. This system reduced our support costs by half.”